Track Lead (Support & Operations)

Job Summary

• Active Batch Production Support – Roles & Responsibilities 1. Overview HCL provides end-to-end Active Batch Production Support to ensure stability, reliability, and operational integrity of Gallagher’s batch scheduling environment. Services include proactive monitoring, incident management, job and schedule administration, cross-team coordination, audit support, and expert-level Active Batch guidance. HCL serves as the primary Active Batch support team and central coordination point for batch-related incidents, changes, and inquiries. ________________________________________ 2. Monitoring, Incident Management & Initial Response • Monitor Active Batch for job failures, delays, abnormal terminations, and performance issues.
• Investigate failures and address automatically generated incidents (upon job failures incidents are created) in Gallagher’s ticketing system as required.
• Perform initial triage to determine if issues relate to: o Active Batch platform/services o Server or infrastructure o Job configuration or scheduling o External systems or dependencies • Document incidents with failure details, timestamps, logs, and preliminary analysis. ________________________________________ 3. Failure Investigation & Root Cause Analysis • Perform end-to-end failure analysis by reviewing: o Job definitions, dependencies, calendars, constraints, and alerts o Interactions with networks, storage, Windows servers, applications, scripts, and executables • Identify root cause across: o External systems (database, application, network, security, storage) o Job logic or configuration o Active Batch services or server-level issues • Provide root cause determinations and corrective action recommendations. ________________________________________ 4. Cross-Team Coordination & Escalation • Route incidents to appropriate resolver groups (Database, Network, Security, Infrastructure, Application).
• Act as the Active Batch SME when other teams cannot determine failure causes.
• Collaborate with internal and external teams by sharing logs, diagnostics, and execution details.
• Track incidents through full resolution. ________________________________________ 5. Active Batch Platform Expertise • Maintain deep knowledge of Active Batch architecture, services, job types, queues, calendars, constraints, alerts, dependencies, and scheduling logic.
• Understand environment-specific behaviors (lower vs. higher environments).
• Determine whether issues stem from Active Batch behavior versus job logic or external systems. ________________________________________ 6. Job Library & Template-Based Jobs • Maintain expert understanding of Active Batch Job Library templates, including configuration, parameters, variables, dependencies, and common failure patterns.
• Support teams using templates by validating design, execution efficiency, and identifying Active Batch-related risks.
• Coding is not required, but strong understanding of scripts and underlying technologies is expected. _______________

Key Responsibilities

1. Enhance operational systems to facilitate improved management reporting, streamline information flow, optimize business processes, and support organizational planning.

2. Understand client requirements and accountable in ensuring support team is meeting client expectations.

3. To lead and mentor the project team and ensure transparent communication of project goals.

4. Brining new ideas and innovation for process development and overall organizational progress.

5. To provide solutions commensurate with the customers’ needs within the ambit of the given environment so as to lead to business results.

Skill Requirements

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Other Requirements

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